Engagement Activity (UPE)

The following should be the contact center consultant’s intention when managing irate customers:

• Handle the person first, then the problem and never take it personally

• Let angry customer vent their frustrations. This alone will go a long way towards resolving the problem

• Many a times, the customer just needs to let off some steam and they are like their sounding board

• If an issue is recurring, discuss with the Supervisor about improving processes to minimize them in future

Based on the call listening activity, what have you observed that contact center consultants “NEVER” do when facing such difficult situations?

• They NEVER get angry or defend themselves

• They NEVER tell the customer to shut up and listen

• They NEVER interrupt when the customer is speaking

• They NEVER make assumptions

The following are the basic skills in which contact center consultants should possess EXCEPT:

• Good listening and problem solving skills

• Concentration

• Patience

• Frustration

Contact center consultants receive incoming calls from customers on their queries/complaints. This is what we call “Inbound Contact Center”.

• TRUE

• FALSE

The following are things that contact center consultants should do if the customer verbally abuses him/her on call EXCEPT:

• Stay calm and listen to the customer’s problem

• Be polite to calm the customer down, and offer them reassurance

• Identify the root-cause of the problem and help the customer resolve them

• Ensure it happens again

The following are the correct ways for contact center consultants to turn down a request from a valued customer EXCEPT:

• Remain polite and well mannered

• Adhere to company’s policies and explain the situation or reason for denial

• Gain the customer’s trust by being reliable, and confident

• Missing out on important information

Contact center consultants should use the following scripts if they don’t know the answer to customers’ questions EXCEPT:

• “Hold on while I look for the information”

• “I’ll get back to you shortly with some possible solution”

• “I don’t know”

• “I can answer that in part, but would like to consider it further and get back to you”

The following are the reasons on the importance of active listening amongst contact center consultants EXCEPT:

• It helps build connections

• It helps build trust

• It results in missing critical information

• It helps ensure the customer can feel that you are focused and engaged

The following are actions required by contact center agents to handle customers’ emotions, reassurance and authenticity EXCEPT:

• Assess and acknowledge the customer’s emotion

• Build trust by assuring the customer that he/she will resolve the issue

• Authenticity to reassure the customer that he/she is dealing with the right person

• Arguing with the customer, and defending him/herself

While we do not always believe customers are always right, contact center consultants MUST always be polite and courteous with them at all times.

• TRUE

• FALSE